# Pylon Knowledge Base ## Setup - [How do I add Pylon to private Slack channels?](https://support.usepylon.com/articles/3751334959-can-i-add-pylon-to-private-slack-channels) - [How do I add Pylon to customer-created Slack channels?](https://support.usepylon.com/articles/4973104237-can_i_add_pylon_to_slack_channels_that_the_customer_created%3F) - [How can I introduce the Pylon workflow to my customers?](https://support.usepylon.com/articles/7706088532-what%27s-an-example-introduction-message-to-pylon-for-customers%3F) - [I invited Pylon into the shared channel, but the channel isn't linked](https://support.usepylon.com/articles/9721241021-i-invited-pylon-into-the-shared-channel%2C-but-the-channel-isn%27t-linked) - [How do I rename the Pylon Slackbot?](https://support.usepylon.com/articles/9931678183-how-do-i-rename-the-pylon-slackbot) - [My customer doesn't have a paid slack workspace](https://support.usepylon.com/articles/6479052980-what-if-my-customer-doesn%27t-have-a-paid-slack-workspace) - [How do I change the Pylon app logo in Slack?](https://support.usepylon.com/articles/4908231435-can-i-change-the-pylon-app-logo) - [How do I enable a customer Slack channel?](https://support.usepylon.com/articles/9183753937-enable-a-customer-channel) - [Can I link an internal channel with Pylon?](https://support.usepylon.com/articles/4140972198-can-i-link-an-internal-channel-with-pylon) - [How do I remove Pylon from a Slack channel?](https://support.usepylon.com/articles/4548781223-how-to-remove-and-manage-pylon-in-slack-channels) - [Pylon setup guide](https://support.usepylon.com/articles/3623627636-pylon-setup-guide) - [Different ways to change your org name in Slack](https://support.usepylon.com/articles/9038908651-different-ways-to-change-your-org-name-in-slack) - [How to automatically add Pylon to Slack channels?](https://support.usepylon.com/articles/8558192411-how-to-automatically-add-pylon-to-slack-channels) - [How do I set up AWS S3 for warehouse sync?](https://support.usepylon.com/articles/5615066652-how-do-i-set-up-aws-s3-for-warehouse-sync) - [How do I set up Databricks for warehouse sync?](https://support.usepylon.com/articles/4015968062-how-do-i-set-up-databricks-for-warehouse-sync) ### Migrations - [How to spin up a new Pylon instance - External](https://support.usepylon.com/articles/7191184178-how-to-spin-up-a-new-pylon-instance-external) - [Engineering / IT Tasks & Resources](https://support.usepylon.com/articles/7503834279-engineering-it-tasks-resources) #### 1. Process Migration - [Migrating Email](https://support.usepylon.com/articles/5690629513-migrating-email-from-zendesk) - [Migrating Chat Widget](https://support.usepylon.com/articles/8479276754-migrating-in-app-chat) - [Migrating your Zendesk Automations](https://support.usepylon.com/articles/4596439016-migrating-your-zendesk-automations) #### 2. Team Migration - [Migrating your Team Over to Pylon](https://support.usepylon.com/articles/2553113625-migrating-your-team-over-to-pylon) - [Communicating the Pylon Cutover With Customers](https://support.usepylon.com/articles/4685709681-communicating-the-pylon-cutover-with-customers) #### 3. Data Migration - [Data Migration to Pylon](https://support.usepylon.com/articles/4303574327-migrating-your-data-to-pylon) - [Route redirects when migrating your Knowledge Base](https://support.usepylon.com/articles/7683425180-route-redirects-when-migrating-your-knowledge-base) - [Seamless Migrations](https://support.usepylon.com/articles/2577308486-seamless-migrations) ##### Data Migration by Platform - [Data Migration from Zendesk](https://support.usepylon.com/articles/7196218188-migrating-from-zendesk) - [Data Migration from Intercom](https://support.usepylon.com/articles/1404041524-migrating-from-intercom) - [Data Migration from Freshdesk](https://support.usepylon.com/articles/5438317244-migrating-from-freshdesk) - [Data Migration from Dixa](https://support.usepylon.com/articles/4802871969-copy-of-migrating-from-dixa) - [Data Migration from Front](https://support.usepylon.com/articles/7561147771-migrating-from-front) - [Data Migration from Help Scout](https://support.usepylon.com/articles/4400330627-migrating-from-help-scout) - [Migrating your Knowledge Base](https://support.usepylon.com/articles/2632307630-migrating-your-knowledge-base) - [Data Migration from Salesforce Service](https://support.usepylon.com/articles/2789482238-migrating-from-salesforce-service) - [Data Migration from Thena](https://support.usepylon.com/articles/6046452970-migrating-from-thena) - [Data Migration from Jira Service Management](https://support.usepylon.com/articles/3281429789-migrating-from-jira-service-management) - [Data Migration from HubSpot Service Hub](https://support.usepylon.com/articles/8446999228-data-migration-from-hubspot-service) #### Migration v2 - [Platform Orientation - Pylon 101](https://support.usepylon.com/articles/4220063775-platform-orientation-pylon-101) ##### Intake Sources - [Add an external channel to an existing account](https://support.usepylon.com/articles/3473443498-add-an-external-channel-to-an-exisiting-account) ##### Integrations - [Incident](https://support.usepylon.com/articles/5297911855-incident) ##### Migration Process - [Migrating Open Slack Tickets to Pylon](https://support.usepylon.com/articles/5404885369-migrating-open-slack-tickets-to-pylon) ##### Features & Pylon Configuration ###### Account & Issue Setup - [Custom Fields](https://support.usepylon.com/articles/5535325526-issue-custom-fields) #### Packages - [Overview of Offerings](https://support.usepylon.com/articles/3260682396-overview-of-offerings) - [Implementation Packages](https://support.usepylon.com/articles/3792098606-pylon-implementation-packages) - [Data Migration](https://support.usepylon.com/articles/9886835391-data-migration) - [[Overview] Migrating to Pylon](https://support.usepylon.com/articles/5198864213-overview-migrating-to-pylon) - [Migrating Open vs. Closed Tickets](https://support.usepylon.com/articles/6861247364-migrating-open-vs-closed-tickets) ## Best Practices - [How does work get to the team that does the work?](https://support.usepylon.com/articles/2656451783-best-practices-routing) - [Best practices: Slack and Pylon](https://support.usepylon.com/articles/8713223951-best-practices-slack-and-pylon) - [How Pylon uses Pylon](https://support.usepylon.com/articles/6111172423-how-pylon-uses-pylon) - [Best Practices: Notifications](https://support.usepylon.com/articles/5450081736-best-practices-notifications) - [Setting up Support Hours and SLAs for Global Teams](https://support.usepylon.com/articles/7327965912-setting-up-support-hours-and-slas-for-global-teams) - [Common prompts for AI fields](https://support.usepylon.com/articles/2745750457-common-prompts-for-ai-fields) - [Pylon setup guide](https://support.usepylon.com/articles/7594116129-pylon-setup-guide) - [Preserving the Original Assignee on a Pylon Issue](https://support.usepylon.com/articles/9466604811-preserving-the-original-assignee-on-a-pylon-issue) ## Support System - [What keyboard shortcuts are supported?](https://support.usepylon.com/articles/3808212146-what-keyboard-shortcuts-are-supported) ### SLAs - [How do I setup SLAs?](https://support.usepylon.com/articles/0334049677-setup-slas) - [Why do my SLA calculations seem incorrect?](https://support.usepylon.com/articles/0775980649-why-do-my-sla-calculations-seem-incorrect) - [How are SLAs calculated?](https://support.usepylon.com/articles/7271940720-how-are-slas-calculated) - [How do team SLAs work?](https://support.usepylon.com/articles/4559792395-how-do-team-slas-work) ### Macros - [How do I duplicate a macro?](https://support.usepylon.com/articles/9137365278-how-to-clone-macros) - [What is the character limit for macros?](https://support.usepylon.com/articles/1235913886-what-is-the-character-limit-for-macros-and-can-it-be-increased) ### Issues - [How do I change the account on an issue?](https://support.usepylon.com/articles/2944782948-how-do-i-change-the-account-on-an-issue) - [How do I get the Slack link for an issue?](https://support.usepylon.com/articles/3979754016-how-do-i-get-the-slack-link-for-an-issue) - [How do I hide empty groups in issue views?](https://support.usepylon.com/articles/7848900760-how-to-hide-empty-groups-in-issue-views) - [What's considered a Ticket?](https://support.usepylon.com/articles/1213143856-whats-considered-a-ticket) - [How to delete messages?](https://support.usepylon.com/articles/7572959767-how-to-delete-and-edit-messages-from-pylon) - [How do I create proactive issues from the Pylon UI?](https://support.usepylon.com/articles/5305865567-how-to-start-conversations-from-the-pylon-ui) - [How do I merge issues?](https://support.usepylon.com/articles/6405131741-how-to-merge-issues) - [How do I view issues that I'm following?](https://support.usepylon.com/articles/8598947755-how-to-view-tickets-you-re-following) - [What is the default date range for issues on the Issues page?](https://support.usepylon.com/articles/5119002074-what-is-the-default-date-range-for-issues-on-the-issues-page) - [How do I add attachments to email tickets?](https://support.usepylon.com/articles/2357697683-how-to-add-attachments-to-email-responses-in-tickets) - [How to Bulk Edit and Close Issues](https://support.usepylon.com/articles/4039653556-how-to-bulk-edit-and-close-issues) - [How do I create a view for issues for a certain user?](https://support.usepylon.com/articles/2884272190-how-to-create-a-my-issues-view-using-the-current-user-filter) - [How to send custom follow up messages for CSAT surveys](https://support.usepylon.com/articles/9525984239-can-i-send-automated-follow-up-messages-for-csat-scores-from-live-chats) - [Using Grammarly with Pylon](https://support.usepylon.com/articles/4046454113-using-grammarly-with-pylon-s-rich-text-editor) - [What do the card colors and red dots mean in the Issues view?](https://support.usepylon.com/articles/5105523615-what-do-the-card-colors-and-red-dots-mean-in-the-issues-view) - [How do I raise a ticket with my upstream vendor?](https://support.usepylon.com/articles/1508719023-how-do-i-raise-a-ticket-with-my-upstream-vendor) - [How do I change the title of an issue?](https://support.usepylon.com/articles/5002526568-how-do-i-change-the-title-of-an-issue) - [How do I track historical conversations in Pylon?](https://support.usepylon.com/articles/3442427120-how-do-i-track-customer-communications-from-different-sources-in-pylon) - [How do I use issue groups to manage multiple issues?](https://support.usepylon.com/articles/9387565994-how-do-i-use-issue-groups-to-manage-multiple-issues) - [Where is the Issue Activity Log in the new Pylon view?](https://support.usepylon.com/articles/8836545361-where-is-issue-activity-log) - [How do I customize the Kanban board layout?](https://support.usepylon.com/articles/2888659475-how-to-customize-the-kanban-board-layout-and-order) - [What happens when I link a Pylon issue to a task?](https://support.usepylon.com/articles/5745411220-what-happens-when-i-link-a-pylon-issue-to-a-task) ### Internal Threads - [How do I sync an existing Slack thread as an internal thread?](https://support.usepylon.com/articles/7206874293-how-do-i-sync-an-existing-slack-thread-as-an-internal-thread) - [How to hide internal notes when viewing an issue](https://support.usepylon.com/articles/8716244090-how-to-filter-conversation-views-in-issues) - [Why do I see 'No content found' in internal thread message previews?](https://support.usepylon.com/articles/8433797988-why-is-the-description-preview-empty-in-internal-slack-threads) ### Ticket Forms - [How to do I prefill values in my ticket form?](https://support.usepylon.com/articles/1519500908-how-to-do-i-prefill-values-in-my-ticket-form) - [How to manage and filter tickets from ticket forms](https://support.usepylon.com/articles/7659759458-how-to-manage-and-filter-tickets-created-from-custom-ticket-forms) - [How do I send a ticket form in Slack?](https://support.usepylon.com/articles/9258031863-how-do-i-send-a-ticket-form-in-slack) ## Platform - [How do I fix a blank screen while loading Pylon?](https://support.usepylon.com/articles/4121106234-troubleshooting-a-blank-screen-when-loading-pylon) - [How do I add an OR filter?](https://support.usepylon.com/articles/3648661786-how-do-i-add-an-or-filter) - [Is there a Pylon mobile or desktop app?](https://support.usepylon.com/articles/7251358219-is-there-a-pylon-mobile-or-desktop-app) - [How do I send scheduled messages?](https://support.usepylon.com/articles/4317875961-do-scheduled-messages-send-after-an-issue-is-closed) - [What file types are not supported?](https://support.usepylon.com/articles/8061953199-unsupported-file-types) - [How do I use Pylon in a different language?](https://support.usepylon.com/articles/8079650761-how-do-i-use-pylon-in-a-different-language) - [How do I serve your customers in different languages?](https://support.usepylon.com/articles/4365562532-how-do-i-serve-your-customers-in-different-languages) - [How do I use the Feature Management page?](https://support.usepylon.com/articles/1171380026-how-do-i-use-the-feature-management-page) ### Search - [Change tabs not working in CMD+K](https://support.usepylon.com/articles/7888227511-change-tabs-not-working-in-cmd-k) - [How does search work in Pylon?](https://support.usepylon.com/articles/8063320579-how-does-search-work-in-pylon) ### Triggers - [How to close issues from Slack?](https://support.usepylon.com/articles/9352943520-how-to-close-issues-from-slack) - [How to auto-close inactive customer issues?](https://support.usepylon.com/articles/5114193830-how-to-set-up-automated-issue-closure-for-inactive-customer-tickets) - [How do I not assign the issue to the first person to respond?](https://support.usepylon.com/articles/8499654385-how-do-i-not-assign-the-issue-to-the-first-person-to-respond) - [How can my customers set priority on a Pylon issue?](https://support.usepylon.com/articles/3737788575-how-to-set-up-priority-based-notifications-for-customer-tickets) - [How to Set Up Auto-Bump and Auto-Close Triggers](https://support.usepylon.com/articles/9403939041-how-to-set-up-auto-bump-and-auto-close-triggers) - [How do trigger version changes affect queued time-delayed triggers?](https://support.usepylon.com/articles/9890918339-how-do-trigger-version-changes-affect-queued-time-delayed-triggers) - [What are the differences between the new triggers and old triggers?](https://support.usepylon.com/articles/2917565131-what-are-the-differences-between-the-new-triggers-and-old-triggers) - [How do I use AI conditions in triggers for routing?](https://support.usepylon.com/articles/1982541009-how-do-i-use-ai-conditions-in-triggers-for-routing) - [Where do I find common Trigger Templates?](https://support.usepylon.com/articles/7318429251-setting-up-triggers-for-customer-response-tracking-in-slack) - [How do I control what issue message displays on internal thread messages in Slack?](https://support.usepylon.com/articles/6151609857-how-do-i-control-what-issue-message-displays-on-internal-thread-messages-in-slack) - [How trigger execution order works](https://support.usepylon.com/articles/5331939150-how-trigger-execution-order-works) - [Why are AI trigger branches misrouting my issues?](https://support.usepylon.com/articles/9098744817-why-are-ai-trigger-branches-misrouting-my-issues) ### Teams - [What timezone is used for the Teams Assignment schedule?](https://support.usepylon.com/articles/8457136212-what-timezone-is-used-for-the-teams-assignment-schedule) - [Team Assignment](https://support.usepylon.com/articles/2170343917-team-assignment) - [Out of Office: How to set up Team and Subteam Assignments for OOO](https://support.usepylon.com/articles/4917262097-out-of-office-how-to-set-up-team-and-subteam-assignments-for-ooo) ### Tags & Custom Fields - [Can I edit options for the standard issue fields?](https://support.usepylon.com/articles/2550502288-can-i-edit-options-for-the-question-type-field-in-ticket-forms) - [How do changes to custom field options and tags affect existing tickets?](https://support.usepylon.com/articles/7316781627-how-do-changes-to-custom-field-options-affect-existing-tickets) - [What can bypass Required Fields?](https://support.usepylon.com/articles/1250780851-what-can-bypass-required-fields) ### User & Workspace Management - [How does user provisioning work in Pylon?](https://support.usepylon.com/articles/1848856203-how-does-user-provisioning-work-in-pylon) - [What is the difference between Admins, Members, and Integration Users?](https://support.usepylon.com/articles/2386614295-understanding-member-and-admin-role-permissions) - [What counts as a paid seat in Pylon? ](https://support.usepylon.com/articles/8877730025-what-counts-as-a-paid-seat-in-pylon-) - [Does Pylon have SSO?](https://support.usepylon.com/articles/8972875191-does-pylon-have-sso) - [How to control default user access permissions](https://support.usepylon.com/articles/1161869632-how-to-control-default-user-access-permissions) - [How to access multiple Pylon workspaces with the same email address](https://support.usepylon.com/articles/7303414430-how-to-access-multiple-pylon-workspaces-with-the-same-email-address) - [SSO & SCIM Setup](https://support.usepylon.com/articles/1136316623-sso-scim-setup) ### Security - [Whitelisting Requirements for Pylon Access](https://support.usepylon.com/articles/3134194069-domains-to-whitelist-for-enterprise-network-access) - [HIPAA Compliance](https://support.usepylon.com/articles/5986814823-hipaa-compliance) #### Technical Docs - [Telegram Integration: Security Architecture & Data Protection](https://support.usepylon.com/articles/9834863426-telegram-security-architecture) ### AI - [How do I turn off AI status changes?](https://support.usepylon.com/articles/9247853312-how-do-i-turn-off-ai-status-changes) - [How do I connect to the Pylon MCP Server?](https://support.usepylon.com/articles/2407390554-connecting-to-the-pylon-mcp-server) - [Everything you can do with AI Assistants](https://support.usepylon.com/articles/3442854971-everything-you-can-do-with-ai-assistants) #### Training Data - [How frequently does AI sync with data sources?](https://support.usepylon.com/articles/2263686352-how-frequently-does-ai-sync-with-data-sources) - [What are the file upload limits for training data?](https://support.usepylon.com/articles/1953379214-training-data-file-upload-formats-and-limits) - [Why can't I scrape my website?](https://support.usepylon.com/articles/8905629693-common-scraping-issues) - [Training Data APIs](https://support.usepylon.com/articles/4399577046-training-data-apis) #### Agentic - [How do webhook triggered background agents work?](https://support.usepylon.com/articles/4743333337-webhook-triggered-background-agent-triggers) ## Knowledge Base - [How do I use a custom domain for my knowledge base?](https://support.usepylon.com/articles/8628071624-how-do-i-use-my-own-custom-domain-for-the-knowledge-base) - [I'm migrating articles from another knowledge base to Pylon, how do I keep my old URLs functioning?](https://support.usepylon.com/articles/5401845743-i%27m-migrating-articles-from-another-knowledge-base-to-pylon%2C-how-do-i-keep-my-old-urls-functioning) - [What's the difference between a Knowledge Base and Docs?](https://support.usepylon.com/articles/1911712803-what%27s-the-difference-between-knowledge-base-and-docs) - [Can I set an article as only visible internally?](https://support.usepylon.com/articles/8943834757-can-i-set-an-article-as-only-visible-internally) - [How do I track page views of my knowledge base articles?](https://support.usepylon.com/articles/5079625589-how-do-i-track-page-views-of-my-knowledge-base-articles) - [How do I add embeds into the knowledge base?](https://support.usepylon.com/articles/7114462120-how-to-embed-arcade-software-interactive-content-in-knowledge-base-articles) - [Does the knowledge base support Latex?](https://support.usepylon.com/articles/1952138474-does-the-knowledge-base-support-latex) - [How do I change the preview of a knowledge base link?](https://support.usepylon.com/articles/7262080551-how-do-i-change-the-preview-of-a-knowledge-base-link) - [How do I create links to other KB articles?](https://support.usepylon.com/articles/4451138980-how-to-create-relative-links-to-other-kb-articles) - [KB Article Linking: Best Practices](https://support.usepylon.com/articles/2504429192-kb-article-linking-best-practices) - [How do I add alt text to images?](https://support.usepylon.com/articles/9736105860-how-to-add-alt-text-to-images-in-knowledge-base-articles) - [Understanding and Managing Article Feedback](https://support.usepylon.com/articles/4525155977-understanding-and-managing-article-feedback) - [How do I add external documentation to the Knowledge Base search?](https://support.usepylon.com/articles/3454753313-how-to-add-external-documentation-to-knowledge-base-search) - [How to Add Images to Knowledge Base Articles](https://support.usepylon.com/articles/1342557548-how-to-add-images-to-knowledge-base-articles) - [Creating private articles only accessible by direct link](https://support.usepylon.com/articles/8075658478-creating-private-articles-only-accessible-by-direct-link) - [Can I export Knowledge Base articles?](https://support.usepylon.com/articles/9935350655-how-to-export-knowledge-base-articles) - [How to Add Internal Notes to Knowledge Base Articles](https://support.usepylon.com/articles/6427190225-how-to-add-internal-notes-to-knowledge-base-articles) - [How do I ensure my articles are indexed by Google?](https://support.usepylon.com/articles/1226383364-how-do-i-ensure-my-articles-are-indexed-by-google) - [How to Control Access to Knowledge Base Articles](https://support.usepylon.com/articles/3475109461-how-to-control-access-to-knowledge-base-articles) - [Implementing Cookie Consent in Your Knowledge Base](https://support.usepylon.com/articles/9021882447-implementing-cookie-consent-in-your-knowledge-base) - [Custom Themes](https://support.usepylon.com/articles/7918427120-custom-themes) - [Creating a Knowledge Base article directly from a support issue](https://support.usepylon.com/articles/4470605584-creating-a-knowledge-base-article-directly-from-a-support-issue) - [How to add article tags to KB articles](https://support.usepylon.com/articles/3853819281-add-article-tags-to-kb-articles) ## Chat Widget - [How do I hide the Chat Widget by default?](https://support.usepylon.com/articles/3613982293-hiding-the-chat-widget-by-default.) - ["Chat Support Channel must be different from Triage Feed Slack Channel" Error](https://support.usepylon.com/articles/4643951218-%22chat-support-channel-must-be-different-from-triage-feed-slack-channel%22-error) - [How do I change the position of the chat widget?](https://support.usepylon.com/articles/4033853157-left-align-the-chat-window) - [Chat Widget Debugging Guide](https://support.usepylon.com/articles/5968160735-chat-widget-debugging-guide) - [How does Pylon match Chat Widget conversations to Slack channels?](https://support.usepylon.com/articles/3214974985-how-does-pylon-match-in-app-chat-conversations-to-slack-channels) - [How do I setup the chat in Next.js?](https://support.usepylon.com/articles/2345000931-how-do-i-setup-the-chat-in-next-js) - [How do I embed knowledge base content in my application?](https://support.usepylon.com/articles/2030604637-how-to-embed-knowledge-base-content-in-your-application) - [Can I remove the "Powered by Pylon" branding from the chat widget?](https://support.usepylon.com/articles/8547748200-can-i-remove-the-powered-by-pylon-branding-from-the-chat-widget) - [Can I customize the chat bubble icon?](https://support.usepylon.com/articles/3631671447-can-i-customize-the-chat-bubble-icon) - [My chat widget is not appearing](https://support.usepylon.com/articles/5383594200-my-chat-widget-is-not-appearing) - [How does Pylon determine which vendor avatar to show in the chat widget?](https://support.usepylon.com/articles/9113698485-why-don-t-i-see-agent-avatars-in-the-chat-widget) ## Customer Portal - [What types of login methods are supported for the customer portal and knowledge base?](https://support.usepylon.com/articles/5661240375-customer-authentication-methods) - [How can I tell what the customer portal will look like for my customer?](https://support.usepylon.com/articles/3435685606-how-to-preview-your-customer-portal) - [How do I show Slack conversations in the customer portal?](https://support.usepylon.com/articles/5505513560-why-don-t-slack-conversations-appear-in-the-customer-portal) - [Do contacts have to be created in Pylon to login to the portal?](https://support.usepylon.com/articles/4794037776-do-contacts-have-to-be-created-in-pylon-to-login-to-the-portal) - [How to automatically show all issues in customer portal?](https://support.usepylon.com/articles/3989556118-how-to-automatically-show-issues-in-customer-portal) - [Can customers close tickets in the Customer Portal?](https://support.usepylon.com/articles/2376439442-can-customers-close-tickets-in-the-customer-portal) - [Why can't customers leave comments on tickets in the Customer Portal?](https://support.usepylon.com/articles/4443874828-why-can-t-customers-leave-comments-on-tickets-in-the-customer-portal) - [What should I do if my customer receives an "Account Not Found" error in the Customer Portal?](https://support.usepylon.com/articles/9859264284-troubleshooting-customer-portal-access-issues) - [How do I set up JWT SSO for my customers?](https://support.usepylon.com/articles/6806918294-jwt-sso-customer-login) - [How do I use a custom domain for my customer portal?](https://support.usepylon.com/articles/6639358740-how-do-i-use-a-custom-domain-for-my-customer-portal) - [How do I give a contact access to multiple customer portals?](https://support.usepylon.com/articles/3444312999-how-do-i-give-a-contact-access-to-multiple-customer-portals) - [Contact Custom Role Settings](https://support.usepylon.com/articles/9369880068-contact-custom-role-settings) - [How can I embed Pylon tickets in my application?](https://support.usepylon.com/articles/3361883830-how-can-i-embed-pylon-tickets-in-my-application) - [How to test the KB and Customer Portal login flow (email verification)](https://support.usepylon.com/articles/3111384888-test-kb-customer-portal-login-flow) ## Reporting & Analytics - [How does deleting an issue affect analytics?](https://support.usepylon.com/articles/9722566782-does-deleting-issues-delete-out-of-the-analytics) - [What does p50, p90, and p99 in analytics mean?](https://support.usepylon.com/articles/5263964554-understanding-p50-p90-and-p99-in-analytics) - [Can I view analytics for more than 120 days?](https://support.usepylon.com/articles/5194687837-can-i-view-analytics-for-more-than-90-days) - [Migrating to Analytics v3](https://support.usepylon.com/articles/4288703834-migrating-to-analytics-v3-apr-2025) - [What is the difference between Number of Touches and Number of Messages?](https://support.usepylon.com/articles/9467052718-understanding-the-difference-between-touches-and-messages-in-analytics) - [How are emoji reactions counted in response time metrics?](https://support.usepylon.com/articles/4647176607-how-are-emoji-reactions-counted-in-response-time-metrics) ## Email - [How do I set up my support email?](https://support.usepylon.com/articles/7807284283-how-do-i-setup-my-support-email) - [How do I change the domain emails are sent from?](https://support.usepylon.com/articles/8379592354-send-emails-from-pylon-as-your-support-email-address) - [I have multiple aliases for my email how do I receive emails to all the aliases?](https://support.usepylon.com/articles/8799744210-i-have-multiple-aliases-for-my-email-how-do-i-receive-emails-to-all-the-aliases) - [How can I tell if an email has been opened by a customer?](https://support.usepylon.com/articles/6153704811-how-to-track-email-opens-in-our-app) - [How to Mark a Ticket as Spam](https://support.usepylon.com/articles/5757313607-how-to-mark-a-ticket-as-spam) - [How to change the default sender email for responses](https://support.usepylon.com/articles/4682168919-how-to-change-the-default-sender-email-for-responses) - [How to Set Up Email Forwarding from Outlook to Pylon](https://support.usepylon.com/articles/2646407055-how-to-set-up-email-forwarding-from-outlook-to-pylon) - [How does email translation work in conversation threads?](https://support.usepylon.com/articles/6450739094-how-does-email-translation-work-in-conversation-threads) - [What happens when replies are received from recipients who are bcc'd on a proactive email ticket?](https://support.usepylon.com/articles/3434522073-what-happens-when-recipients-reply-to-a-bcc-d-proactive-email-ticket) - [How do I assign a contact with a common email domain to an account?](https://support.usepylon.com/articles/9324445901-how-do-i-assign-a-contact-with-a-common-email-domain-to-an-account) - [Pylon Anti-Spam Policy](https://support.usepylon.com/articles/2348269453-pylon-anti-spam-policy) - [How to give admin access to change forwarding rules](https://support.usepylon.com/articles/7849632511-how-to-give-admin-access-to-change-forwarding-rules) - [What is the maximum number of email recipients allowed?](https://support.usepylon.com/articles/1214989269-what-is-the-maximum-number-of-email-recipients-allowed-in-bcc) - [Email Thread Truncation](https://support.usepylon.com/articles/3896723507-email-thread-truncation) ## Developer - [How to add file uploads to articles via the API?](https://support.usepylon.com/articles/7334349195-how-to-add-file-upload-to-articles-via-the-api) - [How do I create an API token?](https://support.usepylon.com/articles/4735104435-how-do-i-create-an-api-token) ### Webhooks - [How do I verify the webhook signatures?](https://support.usepylon.com/articles/6080966819-how-do-i-verify-the-webhook-signatures) - [What IPs does Pylon send webhooks from?](https://support.usepylon.com/articles/6551805469-what-ips-does-pylon-send-webhooks-from) ### Custom Apps - [Debugging the embedded app](https://support.usepylon.com/articles/8525909166-debugging-the-embedded-app-module) - [How do I verify an custom app request came from Pylon?](https://support.usepylon.com/articles/9112357769-how-do-i-verify-an-embedded-app-request-came-from-pylon) - [How do I pass parameters to my embedded iframe app?](https://support.usepylon.com/articles/5161744662-how-to-pass-parameters-to-embedded-iframes-in-pylon) - [What is the timeout limit for custom app requests?](https://support.usepylon.com/articles/5537611438-what-is-the-timeout-limit-for-custom-app-requests) ## Integrations - [How do I setup Harvest Time Tracking Integration?](https://support.usepylon.com/articles/8873632820-harvest-time-tracking-integration) - [How do I integrate Telegram with Pylon?](https://support.usepylon.com/articles/7047547549-how-do-i-integrate-telegram-with-pylon) - [How do I integrate WhatsApp with Pylon?](https://support.usepylon.com/articles/8492041186-how-do-i-integrate-whatsapp-with-pylon) - [What Salesforce integration architecture and permissions do you recommend?](https://support.usepylon.com/articles/5454209484-what-salesforce-integration-architecture-and-permissions-do-you-recommend) - [How do I connect personal email inboxes to Pylon for account intelligence?](https://support.usepylon.com/articles/1857606120-how-do-i-connect-personal-email-inboxes-to-pylon-for-account-intelligence) - [Exporting Audit Logs to a SIEM](https://support.usepylon.com/articles/1797406754-exporting-audit-logs-to-a-siem) - [Create a Google Slide deck from Pylon with Google Scripts](https://support.usepylon.com/articles/9284583184-create-a-google-slide-deck-from-pylon-with-google-scripts) - [How do I connect a custom MCP to Pylon?](https://support.usepylon.com/articles/1478561037-how-do-i-connect-a-custom-mcp-to-pylon) - [Datadog Incident Trigger Recipe](https://support.usepylon.com/articles/6686444518-datadog-incident-trigger-recipe) - [How do I connect the Confluence MCP?](https://support.usepylon.com/articles/3047401614-integrating-confluence-via-mcp) - [How to write a PostHog HogQL query?](https://support.usepylon.com/articles/5529829361-how-to-write-a-posthog-hogql-query) - [How do I connect the Datadog MCP?](https://support.usepylon.com/articles/1717633193-how-do-i-connect-the-datadog-mcp) - [How do I connect Pendo to Pylon?](https://support.usepylon.com/articles/2661321479-how-do-i-connect-pendo-to-pylon) - [How do I connect Stripe to Pylon?](https://support.usepylon.com/articles/6923522115-how-do-i-connect-stripe-to-pylon) ### CRM - [How often do CRM attributes sync?](https://support.usepylon.com/articles/1189531818-how-often-do-the-crm-attributes-sync) - [How does CRM attribute syncing work?](https://support.usepylon.com/articles/6421623452-how-does-CRM-attribute-syncing-work) - [My issues are not being synced to my CRM what might be going wrong?](https://support.usepylon.com/articles/3460579249-my-issues-are-not-being-synced-to-my-crm-what-might-be-going-wrong) - [Common Issues with CRM sync](https://support.usepylon.com/articles/4640391927-common-issues-with-crm-sync) - [How do I setup Salesforce channel creation?](https://support.usepylon.com/articles/1506843813-how-do-should-i-setup-salesforce-channel-creation) - [How to sync Salesforce Account Owners to Pylon](https://support.usepylon.com/articles/1602851579-how-to-sync-salesforce-account-owners-to-pylon) - [How to update Salesforce Account Mapping](https://support.usepylon.com/articles/1530340585-how-to-update-salesforce-account-mapping) - [How to authorize the Pylon app on Salesforce](https://support.usepylon.com/articles/7453910842-how-to-authorize-the-pylon-app-on-salesforce) - [How does Salesforce default account matching work?](https://support.usepylon.com/articles/5375363376-how-salesforce-default-account-matching-works) #### Hubspot - [How do I set up Slack channel creation from Hubspot?](https://support.usepylon.com/articles/9994690734-how-do-i-setup-slack-channel-creation-from-hubspot) ### Alerting & Incident - [How to Integrate Better Stack with Pylon](https://support.usepylon.com/articles/6236878722-how-to-integrate-better-stack-with-pylon-using-trigger-webhooks) #### Incident.io - [What permissions should my incident.io API token have?](https://support.usepylon.com/articles/1233171590-what-permissions-should-my-incident-io-api-token-have) #### PagerDuty - [What permissions should my PagerDuty API key have?](https://support.usepylon.com/articles/3321057087-pagerduty-api-key-permissions) ### Product Ticketing - [How often do Product Ticketing Integrations sync?](https://support.usepylon.com/articles/3969620731-how-often-do-product-ticketing-integrations-sync) - [Troubleshooting PagerDuty connection errors](https://support.usepylon.com/articles/3532470188-troubleshooting-pagerduty-connection-errors) - [How do I map Pylon issue fields to product ticketing system fields?](https://support.usepylon.com/articles/4671823360-how-do-i-map-pylon-issue-fields-to-product-ticketing-system-fields) #### Jira - [How to find Pylon issues linked to Jira Tickets](https://support.usepylon.com/articles/9856888593-how-to-find-pylon-issues-linked-to-jira-tickets) - [How to set up the Jira Integration](https://support.usepylon.com/articles/2091692002-how-to-set-up-jira-integration-forge) #### Linear - [How to find Pylon issues linked to Linear Tickets](https://support.usepylon.com/articles/5785078714-how-to-find-pylon-issues-linked-to-linear-tickets) - [How does the Linear integration work?](https://support.usepylon.com/articles/2402818644-how-does-the-linear-integration-work) - [How does the Linear Customer Requests integration work?](https://support.usepylon.com/articles/1238677178-how-does-the-linear-customer-requests-integration-work) #### GitHub - [How do I connect private GitHub repositories?](https://support.usepylon.com/articles/3441356442-how-to-connect-private-github-repositories) #### Asana - [How do I setup and enable Asana forms?](https://support.usepylon.com/articles/3775174070-setting-up-and-enabling-asana-forms) #### ClickUp - [How do I integrate Pylon with ClickUp](https://support.usepylon.com/articles/3457107383-how-do-i-integrate-pylon-with-clickup) #### Shortcut - [How do I integrate Pylon with Shortcut](https://support.usepylon.com/articles/2771799215-how-do-i-integrate-pylon-with-shortcut) ### Chat #### Slack - [How do I go from a customer thread in Slack to the issue in Pylon?](https://support.usepylon.com/articles/5700368489-how-do-i-go-from-a-customer-thread-in-slack-to-the-issue-in-pylon) - [How do I enable ticketing in Slack?](https://support.usepylon.com/articles/2245956879-turn-on-slack-ticketing) - [What are Slack Tickets?](https://support.usepylon.com/articles/2139837893-what-are-slack-tickets) - [How do I unlink a Slack channel from Pylon?](https://support.usepylon.com/articles/5065841439-unlink-a-slack-channel) - [What is the difference between linking Slack to Customer, Community, and Internal Accounts?](https://support.usepylon.com/articles/9539892975-the-difference-between-customer-community-and-internal-channels) - [What if I accidentally selected the wrong channel type when adding the Pylon app to a Slack channel?](https://support.usepylon.com/articles/4744596419-how-to-change-a-triage-channel-to-a-customer-account-channel) - [Can Pylon track or manage Slack Direct Messages (DMs)?](https://support.usepylon.com/articles/1142666434-can-pylon-track-or-manage-slack-direct-messages-dms) - [Updating your profile picture in Pylon](https://support.usepylon.com/articles/5457459675-updating-your-profile-picture-in-pylon) - [How to invite the correct Pylon bot to a Slack channel](https://support.usepylon.com/articles/1089679211-how-to-invite-the-correct-pylon-bot-to-a-slack-channel) - [How to tag Slack User Groups in Pylon](https://support.usepylon.com/articles/8366499465-how-to-tag-slack-user-groups-in-internal-threads) - [How to Re-authorize the Slack integration](https://support.usepylon.com/articles/7099765506-reauthorizing-the-slack-integration) - [What is the difference between the Integration user and Viewer role?](https://support.usepylon.com/articles/5526682386-understanding-user-role-types-slack-only-vs-viewer-vs-member) - [How do I connect a new Slack workspace?](https://support.usepylon.com/articles/8998492680-how-do-i-add-a-new-slack-workspace) - [Can I configure Slack integration to only create tickets from @mentions?](https://support.usepylon.com/articles/3781189216-can-i-configure-slack-integration-to-only-create-tickets-from-mentions) - [How do I automatically invite team members into my customer Slack channels?](https://support.usepylon.com/articles/4608161570-auto-inviting-team-members-to-slack-channels) - [How do Slack private channels and threads work in Pylon?](https://support.usepylon.com/articles/1913631656-how-do-slack-private-channels-and-threads-work-in-pylon) - [How do I allow Slack messages from bots/apps to be pulled into Pylon?](https://support.usepylon.com/articles/3210049845-how-do-i-allow-slack-messages-from-bots-apps-to-be-pulled-into-pylon) - [Why do customers receive a message from Pylon when joining a connected Slack channel?](https://support.usepylon.com/articles/3291350719-why-do-customers-receive-a-message-from-pylon-when-joining-a-connected-slack-channel) #### Microsoft Teams - [What type of Microsoft Teams license do I need? ](https://support.usepylon.com/articles/2084030003-what-type-of-microsoft-teams-account-do-i-need-) - [How do I install the Microsoft Teams Integration?](https://support.usepylon.com/articles/8700535621-how-do-i-setup-the-microsoft-teams-integration) - [How do I set up a new Microsoft Teams Standard Channel?](https://support.usepylon.com/articles/8551768558-how-do-i-setup-a-new-microsoft-teams-channel) - [How do I set up a Microsoft Teams Shared Channel?](https://support.usepylon.com/articles/8242890103-how-do-i-set-up-a-microsoft-teams-shared-channel) - [Troubleshooting message sync between Slack and Microsoft Teams channels](https://support.usepylon.com/articles/8579725099-troubleshooting-message-sync-between-slack-and-microsoft-teams-channels) - [Why aren't my Teams messages appearing in Pylon?](https://support.usepylon.com/articles/7358881120-why-aren-t-my-teams-messages-appearing-in-pylon) - [How do I set up Microsoft Teams Chats?](https://support.usepylon.com/articles/5826576723-how-do-i-setup-microsoft-teams-chats) - [Getting Started with Pylon <> Microsoft Teams Integration](https://support.usepylon.com/articles/5164888645-getting-started-with-pylon-microsoft-teams-integration) - [Why can't I find my Microsoft Teams chats in the "Add Account" flow?](https://support.usepylon.com/articles/3424029309-why-can-t-i-find-my-microsoft-teams-chats-in-the-add-account-flow) - [How can I link Microsoft Teams channels to Pylon?](https://support.usepylon.com/articles/1920173846-how-can-i-link-microsoft-teams-channels-to-pylon) - [How can I set up Microsoft Teams <> Slack mirroring?](https://support.usepylon.com/articles/4073411219-how-can-i-set-up-microsoft-teams-slack-mirroring) - [What type of Microsoft Teams channels should I use?](https://support.usepylon.com/articles/1417794643-what-type-of-microsoft-teams-channels-should-i-use) - [Set up Microsoft Teams channels for use with Pylon](https://support.usepylon.com/articles/3610424237-set-up-microsoft-teams-channels-for-use-with-pylon) - [Connecting Microsoft Teams with a service account](https://support.usepylon.com/articles/3804655812-connecting-microsoft-teams-with-a-service-account) - [What steps should my customer take to allow joining standard Teams channels as a guest?](https://support.usepylon.com/articles/2214734341-what-steps-should-my-customer-take-to-allow-joining-standard-teams-channels-as-a-guest) #### Discord - [How do I connect a Discord channel to Pylon?](https://support.usepylon.com/articles/4631768036-how-do-i-connect-a-discord-forum-channel-to-pylon) - [Troubleshooting Discord Channel Connection Issues](https://support.usepylon.com/articles/7600448090-troubleshooting-discord-channel-connection-issues) ### Call Recording - [How do I integrate Gong with Pylon?](https://support.usepylon.com/articles/6926549735-how-do-i-integrate-gong-with-pylon) - [How do I integrate Fathom with Pylon?](https://support.usepylon.com/articles/7597133862-how-do-i-integrate-fathom-with-pylon) - [How do I integrate Grain with Pylon?](https://support.usepylon.com/articles/2213769595-how-do-i-integrate-grain-with-pylon) - [How do I integrate Fireflies.ai with Pylon?](https://support.usepylon.com/articles/7242599402-how-do-i-integrate-fireflies-ai-with-pylon) - [Which account should I connect to the Call Recording integration?](https://support.usepylon.com/articles/4553815140-can-multiple-team-members-trigger-call-tracking-in-fathom) - [How do I integrate Circleback with Pylon?](https://support.usepylon.com/articles/7932642945-how-do-i-integrate-circleback-with-pylon) - [How do I integrate Attention with Pylon?](https://support.usepylon.com/articles/2919294836-how-do-i-integrate-attention-with-pylon) - [How do I integrate Google Meet (Gemini) with Pylon?](https://support.usepylon.com/articles/7015897513-how-do-i-integrate-google-meet-gemini-with-pylon) - [How do I integrate Granola with Pylon?](https://support.usepylon.com/articles/9452304640-how-do-i-integrate-granola-with-pylon) ### Warehouse Sync - [Which IPs do I need to whitelist for my warehouse?](https://support.usepylon.com/articles/5145126923-what-ips-does-pylon-connect-to-my-warehouse-from) - [I connected my warehouse but the sync isn't working, what should I do?](https://support.usepylon.com/articles/5582340696-debugging-warehouse-sync) - [How do I setup Snowflake key-pair authentication?](https://support.usepylon.com/articles/7946559163-how-do-i-setup-snowflake-key-pair-authentication) - [What fields are available through the warehouse sync?](https://support.usepylon.com/articles/7938167906-what-fields-are-available-through-the-warehouse-sync) - [How do I set up AWS Redshift for warehouse sync?](https://support.usepylon.com/articles/8043122249-how-to-setup-aws-redshift-for-pylon-data-sync) - [How does the Snowflake Integration work?](https://support.usepylon.com/articles/3525291807-how-does-the-snowflake-integration-work) - [How do I create a BigQuery service account key for an import sync?](https://support.usepylon.com/articles/9258994992-how-do-i-create-a-bigquery-service-account-key) - [How does the BigQuery Integration work?](https://support.usepylon.com/articles/7720890593-how-does-the-bigquery-integration-work) ### Calendar Integration - [How do I connect my Google Calendar to Pylon?](https://support.usepylon.com/articles/5766467439-how-do-i-connect-my-google-calendar-to-pylon) - [How do I connect Outlook Calendar?](https://support.usepylon.com/articles/4686881374-how-do-i-connect-outlook-calendar) - [How are the last and next meeting date fields updated through the calendar integration?](https://support.usepylon.com/articles/2854023658-how-are-the-last-and-next-meeting-date-fields-updated-through-the-calendar-integration) ### Codebase - [How to install Cursor integration for codebase understanding](https://support.usepylon.com/articles/3581860641-how-to-install-cursor-integration) ## Account Intelligence - [How do I bulk assign account owners?](https://support.usepylon.com/articles/3371494287-how-to-bulk-assign-account-owners) - [One of my users shows up under a customer account, how do I remove them?](https://support.usepylon.com/articles/2573813895-one-of-my-users-shows-up-under-a-custom-account-how-do-i-remove-them) - [How do I delete a contact from an account?](https://support.usepylon.com/articles/4920288009-how-do-i-delete-a-contact-from-an-account) - [How do I merge duplicate accounts?](https://support.usepylon.com/articles/6110727367-how-to-merge-duplicate-accounts) - [How do I use the Customers in Channel field?](https://support.usepylon.com/articles/5658814218-how-do-i-use-the-customers-in-channel-field) - [How do I attach multiple channels to one account?](https://support.usepylon.com/articles/7993510873-how-do-i-attach-multiple-channels-to-one-account) - [How do Accounts in Pylon get disabled?](https://support.usepylon.com/articles/6317078652-how-do-accounts-in-pylon-get-disabled) - [How are domains set on new Pylon accounts?](https://support.usepylon.com/articles/8808816888-how-are-domains-set-on-new-pylon-accounts) - [Account Intelligence AI Notebook Ideas](https://support.usepylon.com/articles/3101205148-notebook-ideas) - [Usage data in Pylon](https://support.usepylon.com/articles/6055985101-usage-data-in-pylon) - [Does creating an Account from a call recording update the account notebook?](https://support.usepylon.com/articles/7633454140-creating-account-from-call-recording) - [Why aren't my issues being auto-assigned to the correct account based on domain?](https://support.usepylon.com/articles/7739929508-why-aren-t-my-issues-being-auto-assigned-to-the-correct-account-based-on-domain) - [How do I move contacts between accounts?](https://support.usepylon.com/articles/7342436131-how-do-i-move-contacts-between-accounts) - [How do I activate Plus (Account Intelligence) on my accounts?](https://support.usepylon.com/articles/4607690146-how-do-i-activate-plus-account-intelligence-on-my-accounts) - [How do I merge contacts?](https://support.usepylon.com/articles/4166620789-how-do-i-merge-contacts) - [What are partner accounts? ](https://support.usepylon.com/articles/6870670323-what-are-partner-accounts) - [How to track Slack DMs in Pylon](https://support.usepylon.com/articles/1133928219-how-to-track-slack-dms-in-pylon) - [Mutual Success Plans ](https://support.usepylon.com/articles/7766210799-share-account-notebooks-with-customers) - [How Last Customer Activity and Last Vendor Activity Work](https://support.usepylon.com/articles/6610621343-last-vendor-activity-last-customer-activity-account-fields) ### Formulas - [Getting started: Formulas](https://support.usepylon.com/articles/7125056579-getting-started-formulas) ## Broadcasts - [What timezone does a scheduled broadcast get sent in?](https://support.usepylon.com/articles/4102718660-what-timezone-does-a-scheduled-broadcast-get-sent-in) - [How does the "Send Preview" function work for broadcasts?](https://support.usepylon.com/articles/7028443656-how-does-the-send-preview-function-work-for-product-broadcast-posts) - [Can I change the engagement channel after sending a broadcast?](https://support.usepylon.com/articles/4709267513-can-i-change-the-engagement-channel-after-sending-a-broadcast) - [How do I include videos in a broadcast message?](https://support.usepylon.com/articles/8622093721-how-do-i-include-videos-in-a-broadcast-message) - [Do edited broadcasts re-notify Slack channels?](https://support.usepylon.com/articles/5381080574-do-edited-broadcasts-re-notify-slack-channels) - [Do broadcast edits re-notify Slack channels?](https://support.usepylon.com/articles/7752069374-do-broadcast-edits-re-notify-slack-channels) - [How do I improve the deliverability of links sent through Broadcasts?](https://support.usepylon.com/articles/2736278445-how-do-i-improve-the-deliverability-of-links-sent-through-broadcasts) - [Can I send a broadcast to both email and Slack in the same send?](https://support.usepylon.com/articles/8243446973-can-i-send-a-broadcast-to-both-email-and-slack-in-the-same-send) ## Pricing - [How do I update my payment information?](https://support.usepylon.com/articles/4113921865-how-to-update-payment-information-for-your-pylon-subscription) - [What is included in the AI Assistants bundle?](https://support.usepylon.com/articles/1427526487-what-is-included-in-the-ai-assistants-bundle) - [What is included in the AI Agents bundle?](https://support.usepylon.com/articles/1281177351-what-is-included-in-the-ai-agents-bundle) - [How does pricing work for AI Assistants?](https://support.usepylon.com/articles/9091332606-how-does-pricing-work-for-ai-assistants) - [What is included in the Account Intelligence bundle?](https://support.usepylon.com/articles/2447577971-what-is-included-in-the-account-management-bundle) - [What is included in the Enterprise plan?](https://support.usepylon.com/articles/8681339813-what-is-included-in-the-enterprise-plan) ## AI Agents - [[Pylon 101] Setting up your first AI Agent](https://support.usepylon.com/articles/3646563681-setting-up-your-first-ai-agent) - [AI Agent Settings](https://support.usepylon.com/articles/1373744880-ai-agent-settings) - [Training Resources for AI Agents](https://support.usepylon.com/articles/7288219273-training-resources-for-ai-agents) - [Can I give the agent access to my code?](https://support.usepylon.com/articles/4041338385-can-i-give-the-agent-access-to-my-code) - [Can AI Agents use historical issues in responses?](https://support.usepylon.com/articles/6247477777-can-ai-agents-use-historical-issues-in-responses) - [Why isn't my AI Agent following its Agent Background instructions?](https://support.usepylon.com/articles/6709997989-why-isnt-my-ai-agent-following-its-persona) - [How can I choose whether to use Runbooks or Deflection?](https://support.usepylon.com/articles/3291254774-how-can-i-choose-whether-to-use-runbooks-or-deflection) - [How does the Greeting section of the AI Agent config work?](https://support.usepylon.com/articles/7648385200-how-does-the-greeting-section-of-the-ai-agent-config-work) - [AI Agent Greeting Rules](https://support.usepylon.com/articles/5639580491-ai-agent-greeting-rules) - [AI Agent Assignment Rules](https://support.usepylon.com/articles/9228670763-ai-agent-assignment-rules) - [AI Agent Escalation Logic](https://support.usepylon.com/articles/4316336406-configuring-escalation-logic) - [Troubleshooting your AI Agents](https://support.usepylon.com/articles/9843197545-troubleshooting-your-ai-agents) - [Why is my AI Agent Reassigning Issues?](https://support.usepylon.com/articles/2354868051-why-is-my-ai-agent-reassigning-issues) - [How is my AI Agent doing - Agent Analytics](https://support.usepylon.com/articles/9762072108-how-is-my-ai-agent-doing) - [Improvements - KCS Flow](https://support.usepylon.com/articles/9248149312-improvements-kcs-flow) - [AI Agents - Article Summary](https://support.usepylon.com/articles/7619276477-ai-agent-settings) - [Customizing AI Agent access in Knowledge Base](https://support.usepylon.com/articles/7981378362-customizing-ai-agent-access-in-knowledge-base) - [How to think about Pylon AI agents - Our philosophy](https://support.usepylon.com/articles/2184067075-how-to-think-about-pylon-ai-agents-our-philosophy) - [AI Agent Onboarding Process](https://support.usepylon.com/articles/5627889094-ai-agent-onboarding-process) - [Best Practices for Tone of Voice](https://support.usepylon.com/articles/1814568114-best-practices-for-tone-of-voice) - [Agents for Internal Channels](https://support.usepylon.com/articles/5995705952-agents-for-internal-channels) - [What security measures are used in agent API calls?](https://support.usepylon.com/articles/4877642714-what-security-measures-are-used-in-agent-api-calls) ### Runbooks - [How do I structure my Runbook?](https://support.usepylon.com/articles/9896526251-how-do-i-structure-my-runbook) - [What actions can my AI agent take when executing runbooks?](https://support.usepylon.com/articles/6729323807-what-actions-can-my-ai-agent-take) - [How do the agent API actions work?](https://support.usepylon.com/articles/4733225927-how-do-the-api-actions-work) ## Pylon Support - [How to contact Pylon support during system downtime](https://support.usepylon.com/articles/8720681560-how-to-contact-pylon-support-during-system-downtime) - [How to Change an Account Type in Pylon](https://support.usepylon.com/articles/9224581086-Change-Account-Type) ## AI Agents V4 / FDE Motion V2 - [How do I create week-over-week and month-over-month comparisons in analytics?](https://support.usepylon.com/articles/6708919596-how-to-create-week-over-week-and-month-over-month-comparisons-in-analytics) - [Guide: Auto-Enrich Contacts with Clay](https://support.usepylon.com/articles/1799881978-auto-enrich-contacts-with-clay) - [How to turn on support hours for accounts with no Slack Channel? ](https://support.usepylon.com/articles/9385196380-how-to-turn-on-support-hours-for-accounts-with-no-slack-channel) - [How do I split issues?](https://support.usepylon.com/articles/9719345195-how-to-split-a-ticket-from-a-slack-thread) - [Can I upload a file as training data?](https://support.usepylon.com/articles/8920543190-can-i-upload-a-file-as-training-data) - [Are message drafts saved automatically in Pylon?](https://support.usepylon.com/articles/5393330137-are-message-drafts-saved-automatically-in-pylon) - [Best practices: Who should be in Pylon?](https://support.usepylon.com/articles/6715138846-best-practices-who-should-be-in-pylon) - [Including KB article links in Slack resolution messages](https://support.usepylon.com/articles/8887235441-including-kb-article-links-in-slack-resolution-messages) - [How to create a trigger when someone mentions in Slack (@channel, @here, @user, @team)](https://support.usepylon.com/articles/1719181673-how-to-create-a-trigger-when-someone-uses-channel-or-here) - [How to assign Issue to the Account Owner after AI Agent escalation](https://support.usepylon.com/articles/5666039006-how-to-assign-issue-to-the-account-owner-after-ai-agent-escalation) - [How do I scrape sites with over 5000 pages?](https://support.usepylon.com/articles/9466694402-how-do-i-scrape-sites-with-over-1000-pages) - [How does message redaction work for protecting PII?](https://support.usepylon.com/articles/9811096447-how-does-message-redaction-work-for-protecting-pii) - [How does auto-close detection work?](https://support.usepylon.com/articles/9661220854-how-does-auto-close-task-detection-work) - [Can I add users to Pylon if they don't have my company's domain?](https://support.usepylon.com/articles/3166914304-who-can-access-pylon-understanding-user-authentication-requirements) - [How do I see who else is viewing or responding to a ticket?](https://support.usepylon.com/articles/1591848191-how-do-i-see-who-else-is-viewing-or-responding-to-a-ticket) - [Using Variables and Expressions in Webhook Payloads](https://support.usepylon.com/articles/7992522591-using-variables-and-expressions-in-webhook-payloads) - [Can I use Pylon with Google Workspace (Google Chat)?](https://support.usepylon.com/articles/7468951520-can-i-use-pylon-with-google-workspace-google-chat) - [Customizing the Chat Widget and Entry Points](https://support.usepylon.com/articles/5045417713-customizing-the-in-app-chat-widget-and-entry-points) - [How to Add a Logo to Email Signatures](https://support.usepylon.com/articles/8910465601-how-to-add-a-logo-to-email-signatures) - [What does Pylon's AI use to generate answers?](https://support.usepylon.com/articles/3127220247-what-sources-do-ai-features-have-access-to) - [How to test Pylon outside of customer channels](https://support.usepylon.com/articles/7591929819-how-to-test-slack-to-pylon-ticket-creation) - [How to delete user data for GDPR compliance](https://support.usepylon.com/articles/6563741540-how-to-delete-user-data-for-gdpr-compliance) - [What is the maximum file size for email attachments?](https://support.usepylon.com/articles/8558613758-what-is-the-maximum-file-size-for-email-attachments) - [What is Pylon's password policy?](https://support.usepylon.com/articles/4656586311-what-is-pylon-s-password-policy) - [How do I set an account for a contact programmatically via API](https://support.usepylon.com/articles/4278724438-how-do-i-set-an-account-for-a-contact-programmatically-via-api) - [How does the Intercom connector work?](https://support.usepylon.com/articles/2057167513-how-does-the-intercom-connector-work) - [Migrations Knowledge Repository](https://support.usepylon.com/articles/2038819989-migrations-knowledge-repository) - [Demo Migration Checklist](https://support.usepylon.com/articles/8313964369-demo-migration-checklist) - [How do I integrate SMS with Pylon?](https://support.usepylon.com/articles/9647342163-how-do-i-integrate-sms-with-pylon) - [Porting a phone number into Pylon](https://support.usepylon.com/articles/2638475007-porting-a-phone-number-into-pylon) - [Channel types when adding a channel](https://support.usepylon.com/articles/3693854560-channel-types-when-adding-a-channel) - [How to remove users from your Pylon workspace](https://support.usepylon.com/articles/6374503649-how-to-remove-users-from-your-pylon-workspace) - [What permissions do the Member and Admin roles have?](https://support.usepylon.com/articles/7347376019-what-permissions-do-the-member-and-admin-roles-have) - [How do I configure dark mode for a Chat Widget?](https://support.usepylon.com/articles/1983911985-how-do-i-configure-dark-mode-for-a-chat-widget) - [How do I configure dark mode for Customer Portal?](https://support.usepylon.com/articles/9229262031-how-do-i-configure-dark-mode-for-customer-portal) - [[Pylon 101] Setting up Account Intelligence [WIP]](https://support.usepylon.com/articles/9584856925-pylon-101-setting-up-account-intelligence) - [Phone Support](https://support.usepylon.com/articles/3542237273-phone-support)